Director of Guest Relations, Beach Club

The Boca Raton•Boca Raton, FL

13h•Onsite

About The Position

The Boca Raton Beach Club is a prestigious Forbes 5-star luxury hotel renowned for its exceptional service, exquisite accommodations, and commitment to providing unparalleled guest experiences. Situated in Boca Raton, our hotel caters to discerning travelers seeking the epitome of luxury and hospitality. The Director of Guest Relations oversees all aspects of guest services and relations to ensure the highest level of satisfaction and loyalty among our esteemed guests and members. This pivotal role requires a blend of strategic leadership, operational excellence, and a relentless dedication to maintaining the hotel’s reputation as a top-tier luxury destination. This position will have a particular focus and comprehensive knowledge to respond to guests and members while supporting other managers and associates in response to the guests’ experience, problem resolution, and curated guests’ stays while staying at The Beach Club.

Requirements

Bachelor’s degree in Hospitality Management, Business Administration, or related field.
Proven track record (5+ years) in guest relations management/head of department or a similar role within a luxury hotel environment, demonstrating strong emotional intelligence and leadership capabilities.
Exceptional interpersonal and communication skills enabling effective communication with diverse guests and team members.
Deep understanding of luxury hospitality standards and a passion for delivering personalized guest experiences that resonate emotionally and create lasting memories.
Strong problem-solving abilities and the capacity to navigate complex guest situations with grace and empathy, maintaining composure under pressure.
Proficiency in MS Office and hotel management software (e.g., Opera, Fidelio), with a keen eye for leveraging technology to enhance guest interactions and operational efficiency.
Strong leadership and managerial skills with a demonstrated ability to inspire and motivate a diverse team.
Ability to work effectively under pressure, multitask, and maintain a positive attitude in a fast-paced environment.
People management - Develop team members in their roles. Manage the training of new hires as well as ongoing training for seasoned agents.
Strong time management and organizational skills required to be successful as a department head in a 5 star environment.
Fluent and adaptable communication styles. Able to communicate in different forms and understanding of finding others’ preferred communication styles.
Ability to read, write, speak and understand the English language to communicate effectively with guests and associates.
Ability to access and accurately input information using a moderately complex computer system, including property management systems.
Knowledge in Microsoft Office, Word and Excel.
Ability to understand guest needs and expectations and deliver superior customer services with a little input from others.
Ability to be fully available and flexible in availability to accommodate hotel occupancy and business demand.
Trainer skills and ability to mentor and develop team members.
Ability to successfully motivate and lead a team.
Ability to plan and organize large projects.
Proactive learning, critical thinking, and high emotional intelligence is key to being successful in this role.
Minimum 2 years as a Director of Front Office experience working in a 5-star hotel environment.
Assistant Director of Front office with 3 years or more with luxury background would also be considered.

Nice To Haves

Bachelors in Hospitality or Hotel Management preferred
Strong commands of Opera, Knowcross, Kipsu, Outlook preferred

Responsibilities

Develop and implement strategic initiatives to enhance guest satisfaction, loyalty, and retention.
Lead and mentor a team of guest relations managers, supervisors, and front-line staff to deliver personalized service and exceed guest expectations.
Establish and maintain standards for guest relations operations, ensuring seamless coordination across all departments.
Act as a liaison between guests and management, promptly addressing and resolving any guest concerns or issues to uphold the hotel’s reputation.
Collaborate with other department heads (Housekeeping, F&B, Concierge, etc.) to streamline operations and enhance the overall guest experience.
Conduct regular training sessions and workshops to ensure staff are knowledgeable about the hotel’s services, amenities, and local attractions.
Monitor guest feedback and implement continuous improvement initiatives based on guest insights and industry trends.
Oversee VIP guest relations, including personalized amenities, special requests, and bespoke experiences.
Prepare and manage the departmental budget, monitoring expenses and optimizing resources without compromising service quality.
Stay updated on industry trends and best practices in luxury hospitality to maintain the hotel’s competitive edge.
Responsible for hiring, scheduling, training, counseling, and discipline.
Manages human resources functions including recruiting, selection, orientation, training, performance planning and evaluations, pay and reward programs.
Ensures the front office has the proper information and equipment to complete department functions. Prioritizes and organizes all projects that pertain to improving front office functions.
Manages desk through times of stress and emergencies, resolves guest concerns, and implements resolutions by using discretion and judgement.
Handles guest relocations as required.
Assists other guest services areas with daily operations and supervision.
Prepares daily forecast of expected arrivals and departures
Administration of all personnel files, including training records. Responsible for all personnel administrative records includes monitoring payroll vacations requests, portages collection and assist in monitoring distribution sales/payout gratuities.